Service Engineering and Warranty Supervisor

Location: Miami, FL

Requirements:

• Candidate must have 5 years of experience in providing technical support materials for servicing home appliances and/or food preparation products based on factory input.
• Must have experience in:
  • Coordinating, preparing, and submitting repair and service data to factory teams.;
  • Administrating and continuously updating online service platform with service manuals, parts catalogs, and main control board versions.;
  • Creating a parts catalog of codes, descriptions, and prices to ensure field technicians are able to perform fast and efficient repairs.;
  • Building and deploying BI solutions using Qlik Sense, preparing, sharing and maintaining all consumer care data available in dashboards and reports to lead data-driven decisions.;
  • Managing and maintaining TCS CRM database of customer complaints and data for service technicians and factory support teams.

Job Duties:

• Supervise the work service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
• Maintain records pertaining to parts inventory, service personnel, service and parts orders, supplies, and machine maintenance.
• Provide technical support materials for servicing home appliances and food preparation products based on factory input.
• Research, compile, and prepare reports, manuals, correspondence, or other information.
• Monitor inventory levels and requisition or purchase supplies as needed.
• Guarantee access to the necessary technical information (Parts Diagrams, Service manuals, service flashes, repair procedures) for the field technicians to perform a fast and efficient repair activity, providing our consumer with an effortless service experience.
• Create a parts catalog of codes, descriptions, and prices to ensure field technicians are able to perform fast and efficient repairs.
• Produce digital content for technical service support, including service manuals and parts catalogs.
• Provide tools and processes to ensure that the field service technicians have live support (technical help desk) to resolve repair issues while in the consumer's home (First visit resolution).
• Develop troubleshooting and training materials for the contact center staff to provide a first call resolution to consumers and avoid unnecessary technical visits.
• Continuously update the team and service network with new product releases and their new features.
• Analyze and present trend reports related to parts compatibility and alternative parts.
• Plan, present and coordinate an on-site training program for the service network.
• Administer and continuously update online service platform with service manuals, parts catalogs, and main control board versions.
• Manage and maintain TCS CRM database of customer complaints and data for service technicians and factory support teams.
• Build and deploy BI solutions using Qlik Sense, preparing, sharing and maintaining all consumer care data available in dashboards and reports to lead data-driven decisions.
• Manage and present the quarterly charge-back process to obtain reimbursement from factories as result of failure rates that exceed the agreed limits.
• Develop an intercompany training and technical content network to obtain the latest product information.
• Work close to the product team to evaluate new projects (Check points meetings), analyze new components, and make recommendations.
• Ensure new projects have technical information available before the launch date.
• Coordinate, prepare, and submit repair and service data to factory teams.
• and present quality and product performance reports.
• Recruit, interview, and select employees service engineering and warranty team (warranty audit, service engineering, and business intelligence).

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